User Support Analyst - Law Firm experience required

Essential Duties and Responsibilities

• Identify, diagnose and resolve end user support requests by monitoring and responding to user support requests in the Firm s Help Desk call tracking system (Fresh Service) during normal business hours and regularly scheduled assigned on-call hours
• Support Firm applications including Windows 10/11, Microsoft Office Suite, the document management system (iManage/Work10), the financial platform (Aderant) and current remote access system (currently, Citrix)
• Participate and support planned migration of on-premises applications to cloud based platforms
• Participate and support planned technology refresh programs of desktops and laptops
• New Hire account setup and training
• Manage network printer/copier setup and changes
• Utilize Help Desk Call Tracking Service (Freshservice) to identify and respond to all IT support requests ensuring that requests and responses thereto are properly documented, addressed and closed in a prompt and timely manner
• Support and assist in the management of the Firm s cloud based VOIP phone system (Zoom) and AV conference and meeting platform (Teams)
• Support firm approved and issued mobile devices, including Apple iPhone and Android devices
• Identify and retire unsupported or soon to be unsupported applications and hardware
• Facilitate, support and assist in the planning of new technology testing and rollouts
• Keep up with current IT trends and developments by continuing to develop skills and knowledge
• Manage and maintain asset inventories of hardware, including desktops, laptops, printers and other devices
• Move, set up and implement changes to firm issued hardware, including, printers, computers, monitors
  • ability to move 25-50lbs

Knowledge, Skills and Abilities

• Technical, analytical, skills required include:
  • Knowledge of all current versions of the MS Office Suite, Windows Operating Systems, Exchange online environment and Active Directory/Azure
  • Knowledge of iManage/Work10 and Aderant strongly desired
• Technical, analytical, skills a plus but not required:
  • Understanding of LAN/WAN configurations, Windows networking and remote access technologies including VPN
  • Knowledge and understanding of network protocols (i.e. TCP/IP, printers and peripherals) and Cloud SaaS, PaaS and IaaS solutions
  • Working knowledge of Windows server administration
• Strong customer service, interpersonal and organizational skills with an ability to communicate effectively with tact and unwavering commitment to end user satisfaction
• Flexibility, integrity and an ability to work well with others, as well as independently. Attention to detail.
• Proficient at using all available resources for troubleshooting and problem solving and the ability to quickly and clearly diagnose and communicate problems and ensure the resolution of any problems identified
• General Knowledge of Cybersecurity, Disaster Recovery and Security Awareness issues
• Proven ability to improve IT processes and procedures
• Some regional travel to other offices is occasionally required